File Transfer

[thatsmyfish]

I opened a hostgator account Wednesday evening around 9pm. My sites are unavailable via my previous host, and I was desperate to find a new host and hostgator came highly recommended. I sent a transfer file request in right away, and within an hour I received a ticket from a member of the transfer team asking a following question. We were in regular contact for an hour clarifying an issue, and I asked a question about price. He responded in what was the middle of the night for me, so I responded back first thing in the morning with a final question. He answered my question right away, and I gave my approval for the file transfer around 730am.

That was just over 24 hours ago, and I haven't received any further communication through the ticket system. Around 10pm last evening I sent a followup on the ticket asking if everything was all set, and haven't received a response as of 7am this morning. I understand these guys are busy and are doing a great job and service, but the lack of communication is stark following the near immediate response I received Wednesday evening. Is it possible to confirm I'm in the que and good to go?

[GatorWesley]

I have a transfers admin viewing it now, you should receive an update shortly.

[thatsmyfish]

Thank you very much!

[thatsmyfish]

May I ask a procedural question about the ticket system itself?

I sent some sales related questions through the ticket system prior to purchasing my account. Eric Se and Steven No. practically tripped over each other in providing me with very substantive responses inside of an hour, passing off to each other when one had more expertise, etc. Terrific salesmanship.

After sending my file transfer request in once I purchased the account, as I state above, I received three ticket responses from Ranjit Ra over three hours, seeking permission to charge me for the add-on transfers.

Once I granted permission, as I state above, I didn't hear back for 18 hours, sent in a followup on the ticket, didn't hear back for 6 hours, posted here, and received a response from Mikael No, who advised he could copy my entire account at once for me, which was very welcome news, sought permission, which I immediately granted, and I haven't heard back since 9:30am this morning.

I'm by no means complaining - I'm just curious how the ticket system works. I know file transfer can take days, (I'm at less than 48 hours and the higher end estimate was 72 hours) and wasn't sure if I wouldn't hear back until the work is complete, or if I should be following up after a period of time.

Thanks very much!

[GatorDHanna]

Hi there,

I would say the overall answer is that providing information is different than doing the actual work.

Once the transfer department knows what you need, etc., they place your transfer request in their queue and start working on when they made it to that part of the queue. You will usually be notified when someone in our transfer department starts transferring your data.

Transfers can be time consuming and there are usually quite a few that needs to be done. With that in mind, though, if your transfer is taking longer than the estimated time, don't hesitate to call or chat and ask for an update.

Hopefully this information is helpful. Please let me know if there is anything else I can help you with.

[GatorBrent]

Hello,


Was this all taken care of for you? If not can you provide me with your ticket number? Thanks!!!

[thatsmyfish]

Hello, the situation has been taken care of perfectly. Thank you!